Write support reply templates for common questions
Creates reusable support replies for your most common tickets, based only on your real policies, with blanks for personal details.
Write support reply templates for these common questions:
{{QUESTIONS}}
Our policies (use only these, do not invent any):
<policies>
{{POLICIES}}
</policies>
Tone: {{TONE}}
For each question:
- Ticket type in a few words.
- Reply template with [NAME], [ORDER], [DATE] style blanks for personal details.
- An internal note for the agent: when to use it, and when to escalate instead.
Rules: answer the question in the first two sentences, under 120 words per reply, no promises outside the policies. If a policy is unclear, flag it rather than guessing.Example output
Ticket type: refund request after 30 days Reply: Hi [NAME], thanks for getting in touch. Our refund window is 30 days, and your order was placed on [DATE], so... Internal note: offer store credit if the customer has 3+ past orders.
How to use
Pull QUESTIONS from your last 100 tickets. If you later build an AI support bot, these replies and policies are the documents it should retrieve from.
Why it works
Restricting replies to your written policies is a guardrail against promises nobody approved. The same policy documents are what a retrieval system, often backed by a vector database, would search to answer tickets automatically.